Are you a visionary leader passionate about shaping strategic and operational housing management services? Our client is seeking a dynamic and experienced Director of Housing Services to join their leadership team.
Based in St Helens, Warrington, or Liverpool, and reporting to the Group Director of Housing, you'll play a pivotal role in developing and delivering focused, strategic, and operational housing management services. This is your chance to drive meaningful change, forge impactful partnerships:
This is one of three Director of Housing Services roles, each focusing on key areas:
- Neighbourhood Housing
- Income & Leasehold, Complaints & Tenant Voice
- Allocations & Lettings, Safer Estates (ASB), Customer Services
The primary focus for this role will be on Income & Leasehold, Complaints & Tenant Voice, but they are seeking a candidate with the flexibility and expertise to work across all areas as needed.
If you are ready to make a significant impact and lead with vision and purpose, they would love to hear from you!
Responsibilities:
Neighbourhood Housing
- Support the Group Director of Housing (GHD) in implementing innovative, sector-first service delivery models grounded in research, commercial best practices, and digital design.
- Lead strategic priorities as a social landlord, focusing on tenancy and neighbourhood sustainability while addressing risks from deprivation, policy changes, and shifting demographics.
- Collaborate with health partners to integrate emerging health and social care delivery models.
Income Management
- Oversee Group rental income collection, including arrears, service charges, and bad debts.
- Lead the Group's response to welfare reform risks, mitigating the impact of benefit changes on customers' rent payments.
- Leasehold Services
- Develop creative strategies for leaseholder services and management, including emerging tenures like Rent to Buy.
- Collaborate with Assets to ensure full cost recovery in Leasehold management.
Complaints & Tenant Voice
- Ensure compliance with regulatory standards, addressing complaints effectively and implementing improvements based on feedback.
- Develop robust tenant engagement models, fostering a strong Tenant Voice and stakeholder governance.
- Lead the strategic response to tenant and neighbourhood risks affecting sustainability.
Allocations
- Oversee the allocations service, tackling low-demand properties and ensuring legal compliance in policies.
- Drive the growth of the Under One Roof Service, balancing cost recovery and strategic insights.
- Customer Services
- Transform customer-facing services using digital and automation solutions while achieving channel shift targets.
- Develop a strategic vision for customer service aligned with corporate priorities and commercial practices.
Safer Estates (ASB)
- Lead efforts on anti-social behaviour, hoarding, domestic abuse, and knife crime.
- Build collaborative partnerships to deliver safer estates services.
- Develop legally compliant policies and procedures for effective enforcement tools.
Skills & Experience:
- Degree level education, or equivalent, or demonstrable experience
- Membership of CIH at level 4 or above
- Evidence of implementing strategies, policies, operational plans and managing risk
- Experience of leadership and management at senior level
- Proven experience of managing transformational change projects
- Evidence of implementing innovative solutions and approaches to service delivery
- Excellent knowledge of industry best practice and the ability to integrate this in support of strategic aims
- Excellent written and oral communications skills including public speaking, report writing and presentation skills, conveying information in a coherent manner relevant to the audience
- Evidence of compliance with relevant legal frameworks across service area
- Extensive knowledge, experience, and evidence of managing services within chosen practice areas
- Excellent IT skills
Interview Process:
- Candidates will undergo a two-stage interview process, including a competency-based first interview, followed by a second stage featuring a presentation element and psychometric testing.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
- Right to work verification
- Qualification certificate check
- 2x Completed references
- OH Health Questionnaire - Fit For Work
- DBS check (if required for role)
- Completion of all new starter documentation including signed T&C's
Please note, we reserve the right to close this vacancy early if we receive a high volume of applications.
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